Customer Experience Specialist

Posha; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Equity ownership through ESOP program

Comprehensive wellness benefits

Quarterly reviews for career acceleration

Job summary

A fast-growing cooking robotics company in Bengaluru is looking for a Customer Experience Specialist. You'll manage customer communication, handle concerns end-to-end, and own relationships with users in the USA. Ideal candidates are exceptional communicators, comfortable with technology, and flexible with US timings. The role offers equity ownership through an ESOP program, wellness benefits, and opportunities for career acceleration.

Qualifications

• Experience in supporting US-based customers is a plus.
• Willingness to work in US timings (Rotational shifts between 9PM to 2 PM IST).
• Comfortable with tech tools and streamlining processes.

Responsibilities

• Manage all customer-centric communication channels.
• Handle customer concerns end-to-end and ensure satisfaction.
• Own customer relationships in an external-facing role.

Skills

Exceptional English communication

Intermediate Excel skills

Interpersonal skills

Process-driven mentality

Tools

CRM tools

Job description

Get AI-powered advice on this job and more exclusive features.

Posha builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Posha robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our users 🥘

See it in action: https://bit.ly/howposhaworks

Posha is a fast-growing Series-A funded startup backed by Tier-1 VCs 💙 including Accel Partners, Waterbridge Ventures.

What can I expect from this role?

As a Customer Experience Specialist at Posha, we see you as capable of streamlining various processes over the coming few months and helping us navigate roadblocks remotely while we scale and put a few thousand devices at our users home in the US.

What will my work responsibilities look like if I join Posha?

In this role, you’ll be a part of the Customer Success function and key responsibilities shall include but not be limited to –

• Manage all customer-centric communication channels – including app and website chat flows – while maintaining key support metrics
• Handle customer concerns end-to-end: direct them to the right solutions, follow up with internal teams, and ensure satisfaction
• Own customer relationships in an external-facing role, primarily with users based in the USA
• Use CRM tools to manage the customer lifecycle and track engagement
• Identify and remove process roadblocks; suggest improvements to management and automate repetitive workflows
• Work on community engagement strategies to drive retention and reduce churn
• Relay customer insights and feedback to product, operations, and engineering teams to influence key decisions

What makes you a match for us?

• Willingness to work in US timings (Rotational shifts between 9PM to 2 PM IST)
• Exceptional English communication with clear diction – any experience of supporting US-based customers/clients is a plus
• Intermediate Excel skills and should be comfortable with tech tools and streamlining processes as much as possible
• Should be process-driven, an effective communicator, and appreciate a dynamic work environment
• Patience, empathy, strong interpersonal & relationship building skills

Working at Posha

• Equity ownership through our ESOP program
• Comprehensive wellness benefits to keep you thriving
• Quarterly reviews built for fast career acceleration

And of course working with a team that's genuinely obsessed with great food.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service and Information Technology